About the role
Who you are
- A highly motivated individual who is passionate about delivering exceptional customer service and managing small projects
- Technically proficient and a quick learner
- Adaptable to different client personalities while being able to establish trust and a productive working relationship
- Have 3 or more years professional experience in a customer-facing support role
- Have awesome English communication skills, both written and verbal
- Are comfortable on both chat and customer-facing Zoom calls. Most of the support we provide happens over chat and video calls, not on the phone
- Are comfortable creating customer support videos and articles
- Can occasionally work flexible hours to support international customers
- You’ll have to be available for work from 9:00 am to 5:00 pm, Monday to Friday
What the job involves
- The Customer Support Specialist acts as a liaison between our sales and customer support departments, ensuring the successful and smooth transition of customers from implementation onward
- This role will also be responsible for creating product-focused resources and finding new opportunities for customers to extend their use of Fellow within their organization
- Representing the “Voice of the Customer” within Fellow; documenting customer-driven insights and advocating internally for customer needs
- Developing and maintaining deep expertise of the product and best practices to advise customers and create customer-facing resources (i.e. how-to videos and support articles)
- Managing the process and coordinating internal resources to effectively address customer satisfaction and escalation of issues
- Helping diagnose various customer issues and identifying potential solutions and delivering customer value through live chat and customer support calls over Zoom
- Ability to communicate with executives and high-level customers to determine and drive alignment to customer goals and strategy
- Building and maintaining customer loyalty with a “Customer Obsessed” approach through proactive communication and outreach
- Promoting an environment with high customer intimacy, sensitivity to business performance, and a high degree of situational awareness for all accounts
- Tracking and reporting on key metrics for customer happiness, adoption and success
- Identifying upsell opportunities
- Requesting customer testimonials and referrals
- Exercising judgment in decision-making in order to routinely deliver top-notch customer service above and beyond customer expectations
- Develop and improve scalable processes and efficient tools to achieve meaningful interactions with customers
About Fellow
Fellow is on a mission to help people brew ridiculously good coffee at home. Inspired by the need for high quality equipment to properly brew high quality coffee, Fellow brings the confidence of the specialty coffee world into the lives of everyday coffee lovers, from the curious to the prosumer.
Fellow’s products and services include: kettles, grinders, French presses, mugs, and a seasonal selection of exclusive, limited release coffee from roasters around the world. Fellow’s Stagg EKG Electric Kettle, Ode Brew Grinder and Carter Move Mug have won a number of renowned awards and accolades, including the Specialty Coffee Association Awards, the Red Dot Design Award, and the Dezeen Awards.
Founded in 2013, by CEO Jake Miller, Fellow is headquartered in San Francisco, Calif. For more information about Fellow and to learn about career opportunities, visit jobs.lever.co/fellowproducts.
About the role
Who you are
- A highly motivated individual who is passionate about delivering exceptional customer service and managing small projects
- Technically proficient and a quick learner
- Adaptable to different client personalities while being able to establish trust and a productive working relationship
- Have 3 or more years professional experience in a customer-facing support role
- Have awesome English communication skills, both written and verbal
- Are comfortable on both chat and customer-facing Zoom calls. Most of the support we provide happens over chat and video calls, not on the phone
- Are comfortable creating customer support videos and articles
- Can occasionally work flexible hours to support international customers
- You’ll have to be available for work from 9:00 am to 5:00 pm, Monday to Friday
What the job involves
- The Customer Support Specialist acts as a liaison between our sales and customer support departments, ensuring the successful and smooth transition of customers from implementation onward
- This role will also be responsible for creating product-focused resources and finding new opportunities for customers to extend their use of Fellow within their organization
- Representing the “Voice of the Customer” within Fellow; documenting customer-driven insights and advocating internally for customer needs
- Developing and maintaining deep expertise of the product and best practices to advise customers and create customer-facing resources (i.e. how-to videos and support articles)
- Managing the process and coordinating internal resources to effectively address customer satisfaction and escalation of issues
- Helping diagnose various customer issues and identifying potential solutions and delivering customer value through live chat and customer support calls over Zoom
- Ability to communicate with executives and high-level customers to determine and drive alignment to customer goals and strategy
- Building and maintaining customer loyalty with a “Customer Obsessed” approach through proactive communication and outreach
- Promoting an environment with high customer intimacy, sensitivity to business performance, and a high degree of situational awareness for all accounts
- Tracking and reporting on key metrics for customer happiness, adoption and success
- Identifying upsell opportunities
- Requesting customer testimonials and referrals
- Exercising judgment in decision-making in order to routinely deliver top-notch customer service above and beyond customer expectations
- Develop and improve scalable processes and efficient tools to achieve meaningful interactions with customers
About Fellow
Fellow is on a mission to help people brew ridiculously good coffee at home. Inspired by the need for high quality equipment to properly brew high quality coffee, Fellow brings the confidence of the specialty coffee world into the lives of everyday coffee lovers, from the curious to the prosumer.
Fellow’s products and services include: kettles, grinders, French presses, mugs, and a seasonal selection of exclusive, limited release coffee from roasters around the world. Fellow’s Stagg EKG Electric Kettle, Ode Brew Grinder and Carter Move Mug have won a number of renowned awards and accolades, including the Specialty Coffee Association Awards, the Red Dot Design Award, and the Dezeen Awards.
Founded in 2013, by CEO Jake Miller, Fellow is headquartered in San Francisco, Calif. For more information about Fellow and to learn about career opportunities, visit jobs.lever.co/fellowproducts.